Customer Service Executive

2 days ago

Pune, Maharashtra, India Air Arabia Full time ₹ 3,00,000 - ₹ 6,00,000 per year
Job Description

Customer Service Executive - Travel, Pune - India

Date: 21 Jan 2025

Company: Air Arabia PJSC (G9)

Location: Pune, IN

Country: IN

Special Note

This role comes under "CoreOps Service Private Limited", Air Arabia's newly launched Global Capability Center in Pune, India.

CoreOps Services Private Limited (a subsidiary of Air Arabia PJSC) caters to the global business operations of the Air Arabia group and provides operations support to the Air Arabia parent company as well as its subsidiaries, joint ventures and associates worldwide. CoreOps focuses on centralizing, standardizing, and streamlining processes for efficient functioning of the business.

Job Purpose

Address and resolve queries from agents, suppliers, and hotels related to B2B travel solutions platform. The primary objective is to ensure that bookings are converted into closed sales in compliance with set service levels, business targets, and standard operational procedures. Training will be provided, making it ideal for individuals with an interest in holidays & travel support services.

Key Result Responsibilities
  • Reconfirm bookings received via system ensuring accuracy and timely confirmations.
  • Convert "on request" bookings to confirmed sales.
  • Keep track of cancellation requests and ensure bookings are canceled with suppliers accordingly.
  • Respond promptly to all email requests and follow up regularly. Liaise with Sales and Product teams to resolve customer issues efficiently.
  • Address and respond directly to hotels and suppliers to resolve issues & close complaints, when needed.
  • Follow-up on payments from agents and ensure timely processing of payments to suppliers.
  • Coordinate with other team members to ensure workflow continuity.
  • Support the wider team to prevent disruptions in service delivery.
  • Stay updated on new features and enhancements in the travel system to improve service efficiency and client satisfaction.
  • Identify and solve system errors or limitations, reporting them to the Line Manager as needed.
  • Ensure compliance with operational guidelines and service level agreements (SLAs).
Qualifications (Academic, training, languages)
  • Graduate in Tourism or Hospitality (preferred)
  • IATA certification or Diploma in Hospitality is an advantage
Work Experience
  • 0-2 years experience in holidays/ travel industry.
  • Ability to operate and navigate hotel reservation systems effectively.
  • Knowledge of bed banks processes.
  • Attention to detail and accuracy in handling bookings requests & cancellations.
  • Good communication skills and a proactive approach to learning in a fast-paced environment.

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